Description
Leidos Health & Civil Sector is seeking a highly motivated and experienced Specialty Programs Manager to join our team. This position directly supports programs which provide a broad array of information, resources, referrals, mental health coaching and specialized support for military members and their families worldwide. These programs are directly responsible for supporting military community quality of life issues.
This job posting is in anticipation of future work.
The Specialty Program Manager:
- Leads, directs and manages all Specialty Consultants' workflows and performance.
- Oversees and monitors quality and compliance of consultations related to special needs, adoption, elder care, adult disability, education, spouse relocation and transition services, building healthy relationships, becoming a new parent, work life, document translation, peer-to-peer support and Wounded Warrior inquiries.
- For special needs consultations, monitors and tracks that feedback is obtained directly from the participants, after the initial contact, utilizing a Government-provided feedback instrument to ensure a consistent high level of quality.
- Ensures that evidence-based content is developed and submitted to MC&FP TPOCs for approval prior to implementation and utilization in specialty consultations.
- Monitors and tracks that Wounded Warrior consultants appropriately documents all contact information related to the resources appropriate for the case in the Wounded Warrior Tracking System.
- Ensures that notes are documented according to the Case Note Documentation Policy within the Wounded Warrior Tracking System.
- Ensures that Specialty Consultants records in the After-Action Report (AAR) for each case, the services provided, any follow-up activities performed or case closures.
- Collects, monitors, and analyzes Specialty Consultants interaction metrics and performance measure, including quality, continuity and completeness of AAR reports.
- Monitors progress against and reporting Specialty Consultant service delivery SLA and if services delivered met the requirements, needs, and expectations of the participants.
- Provides mentoring, guidance and auxiliary training to Specialty Consultants. Handles escalated issues when necessary and identifies patterns, trends, and recommended remedies.
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Primary Responsibilities:
- Provide ongoing coaching and side-by-side training to consultants to improve their skills and improve customer service.
- Monitor customer interactions (calls and live chats) to ensure that Specialty Consultant are providing professional, high-quality services related to identifying participant inquiries or issues, providing a warm hand-off or referral, and/or providing information and resources to participants.
- Provide feedback, guidance, and training as needed and handle escalation calls when necessary.
- Identify areas of improvement and provides additional training or resources as needed.
- Generate and analyze call center performance reports.
Basic Qualifications:
- Master's degree from an accredited graduate program in a behavioral health related field such as social work, psychology, marriage/family therapy, or counseling.
- Expertise and experience of at least 4 years in one or more of the following is required:
- Elder care (connecting the participant with services and support needed to take care of the older adult in his/her military family),
- Work life (assisting participants with a wide range of daily living resources),
- Disability (connecting Service members with information and resources related to adult disability care), and/or
- Adoption (providing the participant's family guidance and information needed to make the adoption and foster care process go more smoothly as well as provide ongoing support for the participant's family).
- Strong customer service skills, knowledge of call center operations, and knowledge and understanding of military life as well as ability to maintain the highest degree of confidentiality, sensitivity, compassion, and respect for Service members and their families.
- Ability to identify high risk cases, deescalate with professionalism, and make referrals as appropriate.
- Knowledge of call center operations.
- Proven proficiency in Microsoft based tools including Word, Outlook, Excel; web-based research; electronic documentation systems.
- U.S. citizen and ability to speak fluent English.
- Military spouse or former Service member is required for some consultation programs.
- Ability to pass a criminal history and fingerprint background checks, and credential review/verification.
- This position is a remote position and requires a quiet, private, confidential space to work from as well as having access to your own reliable high-speed internet hard wired to your home or apartment (coax or fiber from the Internet Service Provider (ISP) to your home. Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.
Preferred Qualifications:
- Veteran/military retiree, wounded warrior, and/or military spouse
- Experience working with and/or for military communities
- Employee assistance program (EAP) experience
Original Posting Date:
2024-06-21
While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range:
Pay Range $101,400.00 - $183,300.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
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